IT Problem Manager

Osborne Clarke are seeking an experienced IT Problem Manager to join our growing IT department in either our Bristol or London office. This is a newly created role which will play a crucial role in operationalising and maturing IT Problem Management by standardising methods, tools, and procedures for proficient and prompt handling of all reactive and proactive problems.

This is a permanent position offering hybrid working.

The role

The IT Problem Manager will be responsible for overseeing the investigation of root causes of incidents, coordinating the development and implementation of solutions to resolve problems permanently, and preventing future incidents by identifying potential problems before they cause disruptions.

Other key responsibilities include:

Problem Management: Owning the IT Problem Management practice and ensuring it meets target success criteria, operationalising and maturing the ITS Problem Management capability. Driving adoption of process and use of industry-standard methodologies for root cause analysis, owning the lifecycle of all problems and driving them to resolution. Chairing the Problem Review Board and coordinating the implementation of solutions to eliminate root causes of problems.

Application of Best Practice, Processes, Tools and Models: Applying ITIL 4 principles to continuously improve the IT Problem Management process. Promoting the adoption of best practices across the organisation, owning and driving the continuous improvement of the problem module in the ITSM tool ServiceNow. Using ITSM tools such as ServiceNow to manage problem records, track progress, and report on problem metrics.

Planning and Organisation: Developing and executing an IT Problem Management strategy that aligns with organisational goals and IT service delivery objectives. Prioritising problems based on impact, urgency, and business needs.

Quality Orientation: Ensuring that the IT Problem Management process is followed consistently across all IT services. Validating that all problems are managed in accordance with defined standards. Maintaining high standards for problem investigation, documentation, and resolution to prevent reoccurrences and ensure service quality.

Communication and Knowledge Sharing: Providing regular updates to stakeholders on the status of ongoing problems and corrective actions. Offering training and guidance to IT staff on the IT Problem Management process and the use of relevant tools. Ensuring that all problem records, root cause analyses, and resolutions are well-documented and accessible for future reference.

Leadership and Teamwork: Leading and motivating cross-functional teams to identify, analyse, and resolve problems effectively. Supporting the development of problem management skills within the team and across IT, providing feedback and recognition to team members.

We are looking for

• Strong understanding of ITIL 4 principles and best practices.
• Excellent communication, listening, and interpersonal skills to build relationships and gain support for the Problem Management process.
• Ability to work effectively in a fast-paced, dynamic environment.
• Strong analytical and problem-solving skills with a focus on root cause analysis.
• Proficiency in ITSM tools such as ServiceNow and experience in managing problem records.
• Ability to lead and coordinate cross-functional teams to resolve complex issues.
• Strong collaboration skills to work effectively with various stakeholders.
• Ability to adapt to changing priorities and manage multiple problems simultaneously.
• Attention to detail to ensure thorough investigation and documentation of problems.

Salary and benefits

We offer competitive salaries and generous benefits. We value the health and wellbeing of our people and our wide range of initiatives and benefits support this.

Our recruitment process

We welcome direct applications for our opportunities - if you would like any further information about this role or the firm, we would be delighted to hear from you. Please contact, in complete confidence, Dan Jones (Recruitment Manager) on dan.jones@osborneclarke.com.

Please note that although we include closing dates for our roles as a guide, we review and progress applications on a rolling basis. At Osborne Clarke we do not make any recruitment decisions using automated decision-making.

We are committed to providing an environment where you can perform to the best of your abilities at every stage of your recruitment experience and beyond. If you require any adjustments to be made during the application stage, interview process, or when working with us, please let us know in confidence.

About Us

Osborne Clarke is an international legal practice with over 330 Partners and more than 1,260 talented lawyers in 26 locations*. Our sector-based approach enables us to help our clients tackle the issues they are facing today, and prepare for the ones that they will face tomorrow. Advising them both comprehensively and commercially. We love working closely with our clients on new deals, products and solutions which will transform their businesses, markets and even sectors. And our unique approachable culture is not an added extra, it's fundamental to our success.

At Osborne Clarke we value difference and encourage applicants from all backgrounds. We want everyone to feel that OC is a place where you can be yourself and belong, and our range of interest groups and diversity networks - not to mention our great teams - are a part of making that a reality.

*Services in India are provided by a relationship firm]]>